Cancelled tv

[vickytodd]

I cancelled sky tv a few month ago and I've had money that's been shown as credit on my account. I did an online chat with an agent last week who said it should be in my account within 3-5 working days. It's been longer than this now. Can anyone suggest what I should do now? Thanks 

[caesarome]

Does the credit still appear on the account or has it now been removed because if it has gone that suggests it is in the process or being refunded.

[MarkGoldsmith]

Also did you receive a confirmation email that the payment was being refunded to you?

I went through a similar process a few months ago with getting credit refunded to me by Sky, and within 24 hours of talking to a customer services agent i received an email informing me the payment is being processed and it would be paid within 3-5 working days.

[vickytodd]

I didn't receive confirmation which I asked for, looks like I'm going to need to ring them which I was hoping to avoid, thanks for your reply. 

[vickytodd]

Yeah, it still appears on the account so looks like nothing has been done about it. I'll just need to ring them this week, thanks though. 

[caesarome]

If you don't want to call we can alert Sky's messaging team about this who can contact you via here so let us know if you would prefer to be contacted by here instead of calling.

[vickytodd]

Any chance this can be escalated still please? I'm still waiting on a refund despite ringing them and it's still showing as credit on my bill. Thanks 

[caesarome]

@vickytodd 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.